MetroStar

Service Desk Manager (5577)

Service Desk Manager at MetroStar in Kansas City, MO. Lead 24/7 operations, manage ITIL processes, and ensure customer satisfaction. Requires DoD clearance, 7+ years experience, and relevant certifications. Generous benefits included.

ServiceNow Role Type:
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Support Specialist
ServiceNow Modules:
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IT Service Management
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Service Catalog
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Virtual Agent
ServiceNow Certifications (nice to have):

Job description

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Posted on:
 
January 10, 2025

As Service Desk Manager, you'll oversee Service/Help Desk operations, managing the team and processes for service requests, incidents, and problems in alignment with ITIL best practices. The ideal candidate will lead a 24/7/365 Service Desk operation, driving efficiency, customer satisfaction, and continuous improvement across IT support services.

Requirements

  • Active DoD Secret security clearance
  • Bachelor's Degree from an accredited college or university + 8-years of relevant experience
  • 7+ years overseeing Service Desk operations, including service request, incident & problem ITIL processes
  • 3+ years' experience managing a 24/7/365 Service Desk supporting 15+K Users
  • Current certifications: ITIL4 Practice Manager: Plan, Implement, and Control and HDI Technical Service Professional
  • Experience with Service Desk management tools such as ServiceNow, Jira Service Management, or similar platforms
  • Excellent communication and collaboration skills
  • Strong customer service orientation and the ability to build positive relationships with stakeholders
  • Ability to manage multiple priorities and deliver results in a fast-paced environment

Benefits

  • Generous benefits package
  • Professional growth
  • Valuable time to recharge

Requirements Summary

Active DoD Secret security clearance, 7+ years of experience, and specific certifications
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